Customer Standards Officer

Directorate: Finance and Customer Services

Temporaray, Full Time, 37 Hours per week

Are you passionate about improving customer experience? If so, we have an exciting opportunity for a Customer Standards Officer to join our team.

Customer Experience encapsulates everything the Council does to engage with the customer, manage their request, keep them informed and support them from the start to the end of their journey.

As a Customer Standards Officer, you will be helping shape and drive improvements that align all aspects of service delivery with the Councils customer service standards. You will be part of a busy Customer Services team that are working closely with service departments to help improve the customer journey by making it easy for people to access services, keeping customers informed and getting it right first time.

You will be responsible for:

Identifying and eliminating barriers hindering customer interactions with the Council

Ensuring customers receive clear, up-to-date, and understandable information across all communication channels

Assisting services in keeping customers informed throughout their journey, managing expectations, and ensuring customers are updated on progress

Reviewing customer enquiries to identify areas of improvement and address failure demand

Engaging with customers and communities to ensure the Council delivers on its promises and continuously enhances the customer experience

To succeed in this role, you should have an analytical mind together with a strong commitment to providing high quality customer services. You will also be an excellent communicator and have proven experience in identifying process improvements.

If you have the skills, energy, and drive we are looking for, we’d like to talk to you. Please contact phil.rushton@rotherham.gov.uk in the first instance to arrange an informal discussion.

This post will have access to the Public Services Network, if successful you will be required to apply for a disclosure of criminal records check at the Basic level (unspent criminal convictions).

Rotherham Metropolitan Borough Council is committed to encouraging equality, diversity and inclusion among our workforce, and eliminating unlawful discrimination. The aim is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel respected and able to give their best. As a Disability Confident employer, we will ensure that a fair and proportionate number of disabled applicants that meet the minimum criteria for this position will be offered an interview. For further information, please visit our website.

Until 31st March 2026 employees paid at Band D and above are subject to a temporary pay reduction of 1.15% spread out by means of a monthly deduction from each pay period over the full financial year. In recognition of implementing this temporary measure, those who experience a pay reduction will be awarded three additional day’s leave (pro rata for part-time).